Returns and Exchanges

Q. What should I do if there is an issue with the product?

Please inspect the product immediately upon receipt to ensure that:

• The item matches your order
• There are no defects or damages
• All accessories are included

If you fail to notify us of any issues within 5 working days after delivery via Dropzone.cs@dropzone.asia ,the product will be deemed as correctly delivered and accepted in good condition.

Q. Can I request a refund?

1. Digital Products (e.g. PSN codes)

Once digital products have been delivered,
they are non-cancellable, non-returnable, and non-refundable.

2. General Cases

Under normal circumstances, we do not accept requests for order cancellation or product exchange.
Refunds or exchanges are only accepted under the following conditions:

• Defective products
• Incorrect items delivered
• Replacement item is out of stock

Excluding PlayStation products, game discs, game cartridges, collector’s editions, and digital virtual goods

3. Refunds for Non-product-related Reasons

If a refund or order cancellation occurs due to non-product-related reasons, including but not limited to:

• Customer-initiated cancellation
• Duplicate orders
• Order adjustments
• Failure of payment authorization, verification, or other payment-related issues
• Orders cancelled by us due to violation of our Terms & Conditions, failure to meet transaction requirements, or failure to pass our order review process (including risk control or suspicious transaction detection)

a payment processing fee will be applied:
Refund Amount = Order Amount − Payment Processing Fee 

• This fee reflects actual charges imposed by the payment provider and is not an additional charge by us
• The final refund amount will be calculated based on the actual transaction

Q. How long does the refund process take?

Once your return or refund request has been reviewed and approved, the corresponding amount will be refunded to your original payment account within 2 to 4 weeks, subject to the policies and processing timelines of the payment method used at the time of purchase.

Shipping fees are non-refundable.

Refund Method: Refunds will be issued via the original payment method.

Gift Deduction: If the returned order included complimentary gifts, such gifts must be returned together with the product. Otherwise, the full retail value of the gift will be deducted from the refund amount.

Q. What are the conditions for returns or exchanges?

Please refer to the detailed Returns and Exchanges Policy available on our website:

👉 https://www.dropzonehk.com/about/policy